Don Peppers’ blog posts are followed by nearly 300K on LinkedIn. He was among the first invited to be a LinkedIn Key Influencer when the program began in 2012. Today, he is one of LinkedIn’s top CX experts.

Don's Blog

Reciprocity is a Powerful Sales Tool

In almost any philosophy of ethics, the “principle of reciprocity” will be central. Strong reciprocity is demonstrated when you treat other people the way you’d like to be treated yourself. Known to Christians as “the Golden Rule,” some form of the reciprocity principle is found in virtually every major religion. In some religions the principle…

Making Forecasts in an Age of Accelerating Technological Change

The Daimler Motoren Gesellschaft (DMG) company manufactured its first gasoline-powered Mercedes car in 1902. And early in the 1900s, so the story goes, DMG’s financial planners carefully predicted that by the year 2000 the world automotive market might have grown to such an extent that there could be as many as one million automobiles in use worldwide. But…

Fallacy of Studying “Best Practices”

I did a full-day workshop in Bangkok last month showing marketers how to make more balanced and scientific decisions with data. No calculations were required, nor were any mathematical equations harmed in the process. One of the reasons I created this workshop is that even with all the data and analytical tools available today, managers…

Got a Truly Disruptive Technology? Watch Your Back

In one of his books the Roman historian Pliny the Elder relates that a goldsmith once visited Emperor Tiberius and showed off his metalworking skills with a bright shiny new dinner plate, made of a new and heretofore unknown metal, silvery in color but much lighter than either silver or gold. The craftsman bragged to…

Google Uses Artificial Empathy to Enable Artificially Intelligent Duplex

Back in the very early days of speech recognition technology, MIT Media Lab’s Nicholas Negroponte told a story of a demonstration for the Army, which had equipped its tanks with speech-recognition technology that enabled a gunner simply to call out instructions and have the tank cannon repositioned accordingly. Unfortunately, when it came time to demonstrate…

Will AI Suppress Curiosity?

It may already be happening in many fields, such as medicine. For a doctor, today’s easy availability of computer-driven diagnoses is sometimes having the perverse effect of suppressing a physician’s natural curiosity. Gary Klein, a research psychologist and author of several books on decision-making, suggests that when even the most effective data-driven processes are enforced…

Uh Oh! We Got Caught! Facebook, Uber and Wells Fargo Say “Sorry”

In just the last few days, TV commercials have been released by three different companies that have recently suffered a severe loss of consumer trust. You may have seen them already, but if you haven’t, you can view each of their commercials here: Wells Fargo Facebook Uber What’s interesting about this for me is that…

Would You Do That to Your Mother?

Jeanne Bliss, one of my favorite customer-experience authors, has done it again. Her new book was just released today, Would You Do That to Your Mother? (And just in time for Mother’s Day, too, imagine that!) This book is a rollicking, fast-paced tour-de-force of customer-friendly advice for companies, all intermingled with mom anecdotes, mom-appropriate reprimands, analogies, common-sense…

Culture Rules Your Technology Tools

A number of years ago, back in the day when large customer databases were still expensive to install and time-consuming to implement, a senior marketing executive at a large hotel chain told me a story that perfectly illustrates why a purposeful employee culture at a company can often overcome the drawbacks of insufficient technologies, inadequate…

Do You Have the Right Kind of Curiosity?

More than a thousand years ago, in 986 C.E., a Norse sea captain named Bjarni Herjulfsson set off from Iceland to Greenland to be with his father. But a storm blew his ship off course, and when the storm cleared he had come within sight of the completely unknown North American continent, a vision that…